October is here, and Microsoft’s Dynamics 365 and Power Platform 2020 Wave 2 updates and features are rolling in. Microsoft is taking this opportunity of the Wave 2 rolling out to announce some incremental features expected to appear on the Dynamics 365 Customer Insights platform.
The Dynamics 365 Customer Service is used by customer support and has self-serve features and assisted scenarios across several customer engagement channels.
Dynamics 365 Customer Insights aims to provide a complete view of the customer and give insights into how the experience can be personalized.
There’s also a Dynamics 365 Customer Service Insights add-in for Dynamics 365 Customer Service. Agents and managers in customer service departments can use it to make better decisions and improve overall operational efficiency.
You will also notice that any of the Dynamics 365 services with ‘Insight’ in the name are sold as having AI-powered services.
These three things can be confusing because of the similarity in names, but today’s highlight is about Dynamics 365 Customer Service, which is getting several new features. Insights will get a new analytical view and be capable of aiding agents in similar case suggestions to resolve issues.
Dynamics 365 Customer Service Insights will get more extensibility, driven by the Microsoft Power Platform, with officials emphasizing Power BI. Customer Insights will also get cross-channel analytics, named ‘engagement insights.’
With it, one can understand user behavior across web, mobile and connected devices. Customer insights will also get new integrations to include Dynamics 365 Customer Voice that provides profiles with sentiment and feedback data.
There will also be a lot more AI functionality that includes out-of-the-box machine learning templates and integration with Azure Synapse analytics.